Manager of Cloud and Systems Engineering

$150,000 - $155,000/Yr

Eliassen Group - Santa Fe, NM

Full-time - Manager

Santa Fe, NM

Administrative and Support Services

About the position

The Manager of Cloud and Systems Engineering at Eliassen Group is responsible for overseeing operational support and ensuring that client needs are met effectively. This role involves managing schedules, staffing, and vendor relationships, as well as participating in root cause analysis and planning for operational improvements. The position requires strong leadership skills and the ability to communicate effectively with both technical and non-technical stakeholders.

Responsibilities

• Perform duties across all tiers of services reporting to them.
• Set schedules and staff levels to ensure operational support for clients.
• Oversee requests, incidents, and problems related to operations.
• Participate in root cause analysis of widespread operational issues.
• Plan to ensure operations staff have appropriate resources and training.
• Determine proper staffing levels for client operations.
• Escalate operational issues to upper management as required.
• Provide data and reporting of KPIs and trends to upper management.
• Communicate outage/emergency activities to the organization.
• Manage vendor relationships related to daily operational needs.
• Oversee solutions repository to ensure high-quality solutions are available.
• Participate in improving Service and Business Level Agreements for operations.
• Coordinate with upper management on staffing needs for project rollouts.
• Perform post-resolution follow-ups with end users and team members.
• Alert upper management to emerging trends in incidents and ITIL processes.
• Report on operations adherence to site audit responsibilities, policies, and procedures.
• Handle confidential data responsibly.
• Continuously improve technical and management skills.
• Aid in training end users, clients, and support staff.
• Review and suggest revisions of operations SOPs and FAQs.

Requirements

• 10+ years of field job experience.
• 10+ years in an industry-facing management position.
• CompTIA Network+ and A+ certifications are a plus.
• Microsoft certifications are a plus.
• Knowledge of advanced computer hardware and network configurations.
• Extensive experience with VDI, Active Directory, O365, Windows OS, and File shares.
• Familiarity with Windows Server OS 2012 and above.
• Proficient in basic network and security fundamentals.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills with a focus on rapport-building.
• Strong documentation skills and willingness to assist with documentation.
• Self-starter with ability to work as part of a team and independently.
• Excellent time management skills and ability to prioritize tasks.
• Patience, thoroughness, and innovation in work.
• Ability to conduct research into a wide range of computing issues.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly and technical language.
• Highly self-motivated and directed with keen attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.

Nice-to-haves

• Experience in financial services industry.
• Familiarity with ITIL processes.

Benefits

• Medical (choice of 3 plans)
• Dental insurance
• Vision insurance
• Pre-tax accounts
• Life insurance
• Disability insurance
• 401(k) with match
• Sick time if required by law in the worked-in state/locality